Kate Popp

@kapopp

Client Services Executive at

Amherst, MA
Joined June 2009
66 Photos and videos Photos and videos

Tweets

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  1. Retweeted
    May 15

    Check out this report I co-wrote with on media manipulation by the far right

    11 retweets 15 likes
  2. Retweeted
    May 10

    This is great: "Sustainable growth is fueled by scaling empathy" - , Service Rocket

    5 retweets 5 likes
  3. Retweeted
    May 9

    starts every internal meeting talking about existing customers before future customers.

    1 retweet 1 like
  4. Retweeted
    May 9

    " should own Adopt, Expand, & Renew. Who owns the account? The Process."

    2 retweets 3 likes
  5. Retweeted
    May 9

    "the process owns the customer"

    1 retweet
  6. Retweeted
    May 9

    Delivering is intentional, not easy.

    4 retweets
  7. May 9

    "Service is an extension of the product" - , talking service version control, change measurement, building into product

  8. Retweeted
    May 9

    How to apply automation to "high-touch" relationships.

    1 retweet
  9. Retweeted
    May 9

    Don't sacrifice CX when applying success strategies. Consistency and personalization matter to all customers! - Nora Soza, Box

    5 retweets 7 likes
  10. Retweeted
    May 9

    You can't initiate change management for without C-level backing and dedicated resources via

    2 retweets 2 likes
  11. Retweeted
    May 9

    gold from - "You can't sell a smoke alarm to someone whose house is on fire"

    2 retweets 1 like
  12. Retweeted
    May 9

    Whoa. The amount of industrial data generated will be 49x that of consumer data by 2020.

    2 retweets 2 likes
  13. Retweeted
    May 9

    "Why are struggling? Historically, they haven't taken CX and CS seriously. They have been oligopolies."

    2 retweets 4 likes
  14. Retweeted
    May 9

    2/2 So, Sprint executives visit stores and complete an end-to-end transaction as the sales rep. HT Manish Goyal

    2 retweets
  15. Retweeted
    May 9

    1/2 Once you have a many customers, the tendency for executives is to focus on data and become removed from 1:1 customer interaction.

    1 retweet 1 like
  16. Retweeted
    May 9

    "Telco has become very promotion-focused. We have to think about how that affects retention and renewal." Manish Goyal

    2 retweets 1 like
  17. Retweeted
    May 9

    "every exec works in a store to be close to the customer" ... allows to deliver CX to 60+ mil customers

    1 retweet 1 like
  18. Retweeted
    May 9

    Not good enough to improve just to appeal to the next customer. We must deliver continual value to all customers; new and old.

    1 retweet 4 likes
  19. Retweeted
    May 9

    3 steps for scaling CS: 1.Get close to the customer 2.De-average the data 3.Personalize the experience Manish Goyal

    3 retweets 1 like
  20. Retweeted
    May 9

    Habits are invisible architecture of our lives starting my day learning about

    1 retweet 1 like

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